topic Re: Sky q box no connection in Sky Q

Sky q box no connection

Vmh2506 — Fri, 29 Nov 2024 15:38:47 GMT

Sky q box hasn't connected to internet for 3 days now. WiFi is working on my phone and iPad and laptop just not connecting to the sky q box. I now haven't been able to use on demand features for 3 days. Have tried resetting it, turning off, unplugging, waiting, turning on again etc. still isn't connecting.

Re: Sky q box no connection

oldfella — Fri, 29 Nov 2024 19:02:49 GMT

@Vmh2506 wrote:

Sky q box hasn't connected to internet for 3 days now. WiFi is working on my phone and iPad and laptop just not connecting to the sky q box. I now haven't been able to use on demand features for 3 days. Have tried resetting it, turning off, unplugging, waiting, turning on again etc. still isn't connecting.

Hi @Vmh2506

Did you complete the following?

First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
If you are on Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

Re: Sky q box no connection

Vmh2506 — Sat, 30 Nov 2024 01:33:22 GMT

Thank you so much for taking the time to explain it to me so clearly, I really appreciate it.

Unfortunately after doing all of that - reset on the back of the router and then network connection and pressing the WPS button - it still isn't connecting

do you think it could be a problem with my sky q box? As the internet is working on all other devices like my phone, iPad and my work laptop.

Re: Sky q box no connection

oldfella — Sat, 30 Nov 2024 09:36:00 GMT

Hi @Vmh2506

Is your Broadband Sky??

Re: Sky q box no connection

Vmh2506 — Sat, 30 Nov 2024 12:09:35 GMT

Yes it is sky

Re: Sky q box no connection

oldfella — Sat, 30 Nov 2024 12:29:54 GMT

@Vmh2506 wrote:

Yes it is sky

Hi @Vmh2506

When you carried out the Network reset on the Q box did the Q box WPS button flash without you pressing it?

Also was it still flashing on the Q box when you pressed the WPS button on the router?

Re: Sky q box no connection

Vmh2506 — Sat, 30 Nov 2024 22:53:50 GMT

Yes this time it did flash without me pressing it.... before I did the reset on the back that you explained I had to press the wps button to get it to flash.

Also do I just hold it down until the light is on or do I continue to hold it down?

it's just very strange that my internet/wifi is working on everything else except the TV - even my house phone is working and that's just WiFi calling so if the internet is down I have no house phone to use.